Adriana Lopez
Hayward,CA
Summary
Passionate and results-driven banking professional with over a decade of experience in management, training, and development. Known for creating engaging and impactful training programs that empower teams to excel. With a proven ability to maintain top-notch customer experience scores and driving business growth, thrives in fostering a positive and collaborative work environment. Whether it’s managing multiple branches or mentoring colleagues, dedicated to enhancing both employee development and operational success. Excited to bring expertise and enthusiasm to the AVP, Learning and Development Facilitator role, to make a meaningful impact.
Overview
14
14
years of professional experience
Work History
VP, Branch Manager
Poppy Bank
02.2022 - Current
- Designed and led customer experience and mystery shop seminars, both virtually and in-person, resulting in my branch achieving a 100% performance score and our area exceeding 99%, maintaining these high metrics consistently over subsequent quarters
- Contributed to the company training committee by developing training categories and creating comprehensive presentations and materials, enabling the newly hired Training & Development Manager to seamlessly establish a new hire training program
- Participated and volunteered in various company projects, including the DNA conversion team and hosted training sessions for employees on the new core systems prior to the go-live date, remained an active member of the DNA support group post-launch to ensure seamless transitions and continued system optimization
- Acted as a mentor and trusted advisor for managerial peers in other branches, providing support and guidance to foster their growth and development, and contributing to a collaborative and supportive work environment
- Currently managing two branches, ensuring high performance levels and improving overall operations, resulting in a reduction in client complaints and improvement in operational efficiency through enhanced risk management, compliance controls, and loss prevention
Branch Manager III
Wells Fargo Bank
03.2011 - 12.2021
- Hosted weekly district seminars for Personal Bankers, enhancing their Learn & Outreach skills through targeted development sessions
- Progressively promoted within the company, including but not limited to roles such as Teller, Personal Banker, Assistant Manager, and Branch Manager, demonstrating consistent high performance, leadership skills, and dedication to achieving business goals
- Maintained a consistent customer experience score above 90% by developing and coaching the team in exceptional customer service practices, fostering a customer-centric culture within the branch
- Led branch operations, resolving complex issues related to customer and employee experiences, and implementing policies and procedures to ensure compliance and operational excellence, achieving excellent audit scores
- Mentored and guided talent development, facilitating the hiring process and fostering a collaborative environment, which improved team performance and reduced employee turnover by 10%
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Coaching and mentoring
- Business development
- Process improvement
- Training and mentoring
- Sales leadership
Languages
Spanish
Native or Bilingual
Timeline
VP, Branch Manager
Poppy Bank
02.2022 - Current
Branch Manager III
Wells Fargo Bank
03.2011 - 12.2021
Bachelor of Arts - Business Administration
San Jose State University
Education
Bachelor of Arts - Business Administration
San Jose State University
San Jose, CA05.2022
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